Murphy & Company Product Orientation Guide

3. Web Pages: Some features of Online Banking can be rather complicated. Individual player links can help supplement any web page dedicated to a specific feature. a. Popular Features: Features like Mobile Deposit and Alerts get the most use and the most questions from users. Having pages dedicated to explaining these features and detailing how to use them will go a long way to mitigate questions in your call centers. b. Mobile Banking: Mobile Banking is one of the most popular aspects of Online Banking. A Mobile Banking resource center can both help spread awareness and educate your customers or members about the benefits of banking on the go. The Mobile Banking playlist is an invaluable asset when setting up a mobile-specific page. Sample: https://bit.ly/3ihz3pH 4. Awareness Campaigns: Using individual video players and/or files can help you get the most out of your purchase. While Marketing videos are better suited with driving awareness, sometimes a campaign may want to focus on a single feature (like Mobile Deposit). a. Social Media: Planning and releasing a series of “How - To” posts will let your customers or members know that you’re always looking out for them and want them to use their online banking to its full potential. b. Email Newsletter/Website Banner: When adding to a newsletter or website banner, think about which features are getting the most questions or concerns from your customers or members. Including one or more videos along with those will give your users a head start on learning those features.

NOTE: We believe the most effective campaigns are guided by a 12-month calendar. Driving specific product awareness at certain times of the year can impact the overall success of a campaign, e.g., promote money management tools during tax season.

Deployment Strategies for User Guides 1. Website Resource/Help Center: When deploying any educational content, we stress the importance of having a resource or help center on your website. This can be one page or multiple pages, but the most important point is organization. If your users cannot find the information they’re searching for, these learning tools can’t do their job. We suggest the following: a. Clearly Defined Sections : If you have a one-page resource center, break it into sections. Dropping large amounts of information onto one page can be intimidating to some users, so we suggest organizing it into easily comprehensible pieces for easy reading and viewing. b. Supplemental Pages: While a general “Online Banking Help” page may work for a majority of the information in your resource center, supplemental pages are very important especially when it comes to specialized knowledge like Business Online Banking and PFM.

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